Overview
Because Burp! products are consumable food and beverage products packaged in glass bottles, we generally do not accept returns once products have been delivered. Replacement shipments are not offered for damaged glass products, including products damaged during transit, due to the risk of further breakage and associated handling and transportation risks.
However, replacement or refund requests may be considered in limited circumstances described below.
Eligible Claims
Claims may be considered only for:
- Products damaged during transit;
- Incorrect products delivered;
- Missing products;
- Manufacturing defects affecting product quality or safety.
Claim Deadline
Claims must be submitted within twenty-four (24) hours of delivery.
Claims submitted after this period may be declined where the delay materially prevents Burp! from reasonably verifying the condition of the products at the time of delivery.
Evidence Requirements
To submit a claim, customers must provide:
- Order number;
- Photographs of the package;
- Photographs of the products received;
- Photographs of shipping labels; and
-
For Claims involving damage, leakage, breakage, missing products, tampering or other physical abnormalities - A continuous, unedited unboxing video clearly showing: a) The sealed package before opening with all shipping labels and in the condition received; b) the complete opening process of the package; c) All contents received; and d) The alleged damage, defect, shortage, or issue.
Burp! may request additional information where reasonably necessary.
Burp! may require the affected products, packaging and shipping materials to be retained for inspection. Disposal, consumption, alteration or destruction of the affected product or packaging before requested verification may limit Burp!’s ability to assess the claim and may result in the claim being rejected.
Note:
Photographs or videos taken after the package has been opened, moved, discarded, consumed or otherwise altered may be insufficient to establish the condition of the order at the time of delivery.
Transit & Delivery Damage
Burp! products are transported through third-party logistics networks. Damage may occur during transportation, sorting, handling, warehousing, or last-mile delivery.
Damage reported after dispatch does not, by itself, establish the cause of the damage, the timing of the damage, or liability on the part of Burp!.
All such claims are subject to review, verification, and, where appropriate, investigation with the relevant logistics provider.
Burp! may request photographs, videos, packaging, shipping labels, delivery records, or other information reasonably necessary to determine whether the reported issue occurred before, during, or after delivery.
The submission of a claim or evidence does not itself establish entitlement to a refund, replacement, store credit, or any other remedy.
Where the available evidence does not reasonably establish that the reported issue existed at the time of delivery, Burp! may decline the claim, subject to applicable law.
Customer-Caused Delivery Failure
No refund of shipping, delivery, handling, or other logistics charges will ordinarily be provided where a shipment cannot be delivered due to circumstances attributable to the customer, including:
- Incorrect, incomplete, or inaccurate address or contact information;
- Recipient being unavailable or unreachable;
- Refusal or rejection of delivery;
- Failure to accept the shipment after delivery attempts;
- Failure to provide required access, instructions, or information necessary for delivery; or
- Any other customer action or omission that prevents successful delivery.
Where such a shipment is returned to origin, Burp! may deduct shipping, handling, return-to-origin (RTO), re-shipping, payment processing, and other directly attributable costs from any refund otherwise payable.
Where the costs incurred exceed the amount otherwise refundable, no additional amount shall be payable by Burp!, except where required by applicable law.
Investigation Process
All claims are subject to review and investigation. Submission of evidence does not automatically entitle a customer to a refund or replacement. Burp! reserves the right to:
- Verify information submitted;
- Request additional evidence;
- Consult logistics providers;
- Reject incomplete or fraudulent claims.
Approved Remedies
Approval of a claim does not automatically entitle the customer a monetary refund or any particular remedy. Where Burp! determines, following review and verification, that a claim warrants a remedy, Burp! may, depending on the nature and extent of the issue:
- Issue store credit;
- Issue a partial refund; or
- Issue a full refund.
The remedy, if any, will be determined based on the evidence available, the nature and extent of the issue, the affected products, and the circumstances in which the issue occurred.
Where the available evidence does not reasonably establish the nature, timing, extent, or cause of the reported issue, Burp! may decline the claim or provide such resolution as it considers appropriate, subject always to applicable law.
Replacement of glass-bottled products is not available as a standard remedy. Where a claim is approved, Burp! may instead provide an applicable refund, discount coupon, or store credit.
The availability of these remedies does not create an entitlement to any particular remedy, and Burp! may determine that store credit is the appropriate remedy even where a claim is otherwise accepted.
Courtesy Store Credit — Delivery Status
Store credits issued as a goodwill gesture in connection with delayed or unresolved shipments are discretionary and conditional upon the underlying delivery issue remaining unresolved. If the shipment is subsequently delivered, Burp! May rescinded, cancel or reversed such credit.
Refund Processing
Approved refunds are generally processed within seven (7) to ten (10) business days. Actual credit timelines depend upon banking institutions and payment providers.
Refunds will be made through the original payment method used for the purchase.
Non-Returnable/Refundable/Replaceable Situations
Returns or refunds will generally not be available for:
- Taste preferences;
- Change of mind;
- Orders placed incorrectly by the customer;
- Failure to read product descriptions;
- Improper storage after delivery;
- Claims submitted outside the 24-hour reporting window;
- Minor cosmetic imperfections not affecting product quality;
- Minor packaging wear, or label scuffing;
- Transit-related temperature exposure that does not affect product safety or quality.
- Damage or condition that cannot reasonably be verified from the evidence provided;
- Claims where the required evidence is incomplete, inconsistent or insufficient to establish the reported issue;
- Damage occurring after delivery or resulting from customer handling, storage or use;
- Products or packaging discarded before completion of an investigation where their inspection is reasonably required.
- Active In-Transit packages, even if they are substantially delayed for delivery.
- Packages stuck in last mile delivery facility for more than 24 hours, where shipment has not yet been delivered or confirmed as lost or damaged.
- Any damage, leakage, or physical damage arising during a reattempt of delivery following 1 or more failed delivery attempt attributable to the customer, including recipient unavailability, unavailability of code, refusal to accept delivery for various reasons, or inability to contact the recipient.
NOTE:
Where an order is approved for a refund due to damage occurring during transit, the refund will ordinarily be limited to the value of the affected products. Shipping, delivery, handling, expedited-delivery and other logistics charges are non-refundable once the order has been dispatched, except where Burp! determines otherwise or applicable law requires otherwise.
Fraud Prevention
Burp! reserves the right to deny claims involving:
- False information;
- Altered evidence;
- Edited or incomplete videos;
- Repeated abuse of the policy;
- Suspicious purchasing behaviour; or
- Any attempt to obtain products or refunds fraudulently.
Contact
To report an issue, email: hello@drinkburp.com
Effective Date: 01 August 2026